Melia Madrid Serrano

The place itself is beautiful, with elegant, tasteful interiors, and breakfast had lots of choices. What we’ll remember most, though, is how kind the staff member was when we arrived exhausted and hungry late at night after our Lisbon to Nice flight was delayed, leaving us stuck overnight in Madrid. The restaurant and bar were nearly closing, and the kitchen had already shut, so there wasn’t supposed to be any food. Still, he made us a sandwich because he was concerned we’d be hungry. He also brought me a large bowl of olives at no extra charge, and gave us three lovely chocolates. Those warm, thoughtful gestures meant a lot during a tiring situation we hadn’t planned for. We felt comforted and grateful. This place deserves more than five stars.

The staff were super attentive, and our room was cleaned and tidied every day, with fresh towels daily too. The hotel’s in a great upscale part of Madrid that isn’t too touristy, which we really liked. There are luxury stores and food markets within walking distance, and taxis are everywhere. Breakfast was excellent, with a huge selection: cheeses, different hams and cold cuts, jams, cookies, pastries, breads, and eggs made however you like.

The staff were friendly and helpful, and we slept comfortably in the spacious rooms with excellent bedding. Breakfast was great, and the rooftop terrace was a real bonus. The neighborhood felt safe and is one of the city’s more upscale areas. There’s a bus stop a minute away, while the metro is a 10-15-minute walk. Public transport to the airport takes about 45 minutes, or 15 by cab. A couple of things took away from the stay: the elevators can be slow, especially if one of the three is out of service, so allow extra time during busy periods. There was also a persistent bad smell in our bathroom. We reported it, but it didn’t go away. The pool is small and was closed during our autumn visit.

We found the room dirty. The glasses weren’t washed and the trash wasn’t emptied. On our first night, with it –1°C outside, there was no heating at all. Staff went in and out before finally admitting the hotel had no heating. Their answer was to tell us to use more blankets. The manager then said the next day that there was nothing they could offer as compensation. It was an extremely unpleasant and unprofessional stay. I strongly recommend choosing another hotel.